Going to Gym
Sibonginhlanhla Malibongwe Mavundla
Customer Service Representative
Durban
Summary
Adept at fostering client relations and enhancing customer satisfaction, I excelled in problem-solving and active listening during my tenure at MTN. My expertise in call management and customer service propelled operational efficiency, consistently surpassing performance metrics. This blend of technical acumen and interpersonal skills significantly boosted client loyalty and sales outcomes.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
MTN
01.2019 - Current
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Responded to customer requests for products, services, and company information.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Identified and resolved discrepancies and errors in customer accounts.
Sales Assistant
The Space Store
06.2018 - 12.2018
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Assisted customers with prompt and polite support in-person and via telephone.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Established rapport with customers using active listening and interpersonal skills.
- Resolved customer complaints with empathy and professionalism, maintaining positive store reputation.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed efficient cash register operations.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Performed cash, card, and check transactions to complete customer purchases.
Call Center Representative
MTN
07.2015 - 09.2016
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Call Center Representative
MerchantService CellC
01.2015 - 06.2015
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Sales Assistant
Old Mutual Insure
07.2013 - 06.2014
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Increased sales by building strong customer relationships and providing excellent service.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Enhanced customer satisfaction with personalized product recommendations based on their needs and preferences.
- Processed transactions accurately while maintaining a high level of customer service.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Fielded customer questions to share information about products, availability, and pricing.
Call Center Representative
Synovate Call Centre
05.2008 - 06.2013
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Durban Girls Secondary
Durban, South Africa 04.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Problem-solving abilities
Call center experience
Customer Relations
Problem Resolution
Critical Thinking
Computer Proficiency
Paperwork Processing
Call Center Operations
Consultative Sales
Follow-up skills
Customer Education
Client Relations
Payment Processing
Product Sales
Service Upselling
Dispute Resolution
Sales closing
Product Education
Interests
Reading Novels
Cooking
GYM
Excesise
Swim
Timeline
Customer Service Representative
MTN
01.2019 - Current
Sales Assistant
The Space Store
06.2018 - 12.2018
Call Center Representative
MTN
07.2015 - 09.2016
Call Center Representative
MerchantService CellC
01.2015 - 06.2015
Sales Assistant
Old Mutual Insure
07.2013 - 06.2014
Call Center Representative
Synovate Call Centre
05.2008 - 06.2013
High School Diploma -
Durban Girls Secondary
04.2001 -